Catch-all

Hi all first of thanks for helping me if you can.   We have a problem with notifications when someone wants to chat to our operators; it appears something changed in the last 6-12 months as it only happens to new users; users who were created over 12 months ago seem to get popups on browsers that someone is waiting to chat to us. Is anyone else having these issues? We are not running any custom scripts just the out of the box code. If we use apple app or google play apps its seems to work however the people who respond to chats. We have tried everything to get this to work without success. Has anyone had any luck getting notifications to work in a browser?

Feedback during the early access program is very important for us. Since we have limited access to this EAP, it is also a requirement to participate, so we can create the best macro content suggestions for you.    Respond to surveys You will receive macro content suggestions on email, and here we'll also ask you to evaluate the suggestions, and provide any feedback around the specific suggestions which you received. This provides you a unique opportunity to let us know what you like and dislike, and how we can improve the content suggestions to better fit your needs.  Use this community forum We'd like to keep feedback as social and collaborative as possible, so we invite you to follow this community forum too. If we see that there is a topic of general interest, then we'll post about it here and invite everyone to provide their feedback. Likewise, you're welcome to ask questions or provide feedback at any time through t

The Macro Content Suggestions EAP is currently available to customers on any plan with Support Enterprise. As the suggestions at this stage are sent out on email, we also require that it's a Zendesk Support Admin, who registers for this EAP through this EAP sign up form.  We cannot guarantee that everyone can join at this stage, but we’ll do our best to support as many as possible. We look forward to working with you on this exciting new feature!

Hi support team, I have a bug will happen every time. start intent ZopimChatActivity, then press back before the chat session initialize complete. Then the crash happen.  java.lang.RuntimeException: An error occurred while executing doInBackground()        at android.os.AsyncTask$4.done(AsyncTask.java:415)        at java.util.concurrent.FutureTask.finishCompletion(FutureTask.java:383)        at java.util.concurrent.FutureTask.setException(FutureTask.java:252)        at java.util.concurrent.FutureTask.run(FutureTask.java:271)        at com.zopim.android.sdk.data.SerialExecutor$1.run(SerialExecutor.java:29)        at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1167)        at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:

Hi, I'm creating some logic in Sunshine Conversations and I'd like to present the option to "talk to a human" from there so the user can start a chat with an agent. I'm looking at the documentation but I cannot see how you can transfer it to Support (although I see some examples for Facebook and Telegram). How do I do that? Should I have my accounts (Support and Sunshine Conversations) join by Zendesk prior to implement that transfer? Thanks. Regards

Hello,we have built a query that returns the fields of the articles and their sections. We can't find how to include the responses the customer receives as well. Thanks for your help.Vincenzo.

Answer Bot returns following message to mobile device user, when trying to reach support: "Uh-oh. Sorry, something's up. I can't answer questions right now." In this case user is not able to contact support in offline mode and to leave a message. Same implemetation of Android Unified SDK on Android device is working properly.   I need help with this. Thanks  

Hello, Is there any support or help other than this website? We have just joined ZenDesk recently and I cannot find the answer I am looking for. Not keen to wait until a community member answers my question because how long will it take to get a reply? It involves web queries coming into ZenDesk but having our support email name and address as the Requester, rather than the actual requester who sent the query in via our website. I have checked the set up of the Trigger as it is as per the recommended, so I do not understand what is going on. Can anyone please help me?

Hello Zendesk community, I've recently found an annoying bug in Zendesk Support. Constantly, when I open the support platform, I am unable to click on the top bar, left corner. I've found there is a not-so-hidden iframe that prevents me and all my coworkers from clicking in the top-left corner. Check out the images below:  There is no way (other than opening inspector and hard-deleting from page render) to keep this away from us. I had to teach the same workaround to my non-tech coworkers. May someone please assist us to fix this bug in support's platform?

Hello, We have recently begun using the proactive chat feature and have identified an issue which is causing some concern. Now that the proactive chat feature is enable, our web widget no longer allows customers to speak with agents. Customers can ask the Bot questions but do not get given the option to chat with us when selecting Get in touch. Therefore any customer who qualifies to have a proactive message is able to reply, but any customer who wants to chat with us and does not qualify for a proactive message can't chat with us. Which does not seem correct at all.

Hello, I have created an automation in order to link Zendesk and Jira. When my Jira ticket is updated with a new status, my Zendesk ticket must be updated with a new status.  But, I have an error message "404 not found". Can someone help me to know why my automation is not working please ?  Kind regards, 

There is an issue we are experiencing with if an agent doesn't pick up a chat, they won't get assigned another chat until every other agent is at their chat limit. The issue can happen to any agent. All idle settings etc. are off. The issue can be fixed by the agent quickly changing between Invisible and going back online, but it's not ideal. Is there a resolution to this?

Curious what the community here utilizes as their benchmark for first response time on SMS tickets. Trying to determine what ours should be. Thanks!

Our app contains a button that launches zendesk messaging on our login page (for eg if user has forgotten their pin).  The problem is as follows: User launches the zendesk messaging view from our login page, and starts a conversation (first with bot then with live agent).  Reply textbox appears ok and user can interact with first the bot, then a live agent. User closes the app User restarts the app, then on the login page again, reopens the messaging window to show the conversation restored in its previous state At this point the reply text box is not visible, and user cannot create a new message Ive also observed an error message in logging: [EFFECT_PROCESSOR] 14:00:01.998 DEB 'networkConnectionStatusUpdate(ZendeskSDKConversationKit.ConnectionStatus) cannot be performed on integrationAccess(integrationProcessor: ZendeskSDKConversationKit.IntegrationProcessor)' Ive tried allsorts of differ

We can't make calls/receive calls for over 6 days now and I'm not getting a response from your help team.  This is business critical and I need it resolved yesterday.  https://support.zendesk.com/hc/ja/requests/10001334?page=1

Hi there   I've got this trigger that sends an SMS  that we have to send out when we've tried calling customers:   "Hi {{ticket.requester.first_name}} - you may have noticed a missed call from me, as I wanted to help with your account. I'll try again later, or you can call me back on NUMBER. {{ticket.assignee.first_name}}"   Most of the time, the {{ticket.assignee.first_name}} will work and will put the person's name - superb, that's what I want.   However on occasions, the {{ticket.assignee.first_name}} will fail, so the message just ends after "you can call me back on NUMBER".   The most I can work out is that the trigger is sometimes firing before the assignee has been set. Does anyone have any idea where things might be going wrong?